This afternoon at approximately *:** pm I made a reservation for * nights in Estes Park...

GetHuman-tammieho's customer service issue with Hotels.com from August 2018

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The issue in GetHuman-tammieho's own words
This afternoon at approximately *:** pm I made a reservation for * nights in Estes Park, CO. About an hour later I had to cancel this reservation. I did so online. But was informed I would only receive part of the payment I sent. I called the customer service line. They said it was up to the hotel to decide if I could receive a full refund and that the operator would call. That is all I could understand from this person. She said something about receiving an email from the hotel or I was supposed to contact the hotel myself by email. She quickly hung up. I called the hotel myself. The desk operator at the hotel told me they had never received my reservation at all. And that if that was the case they also didn't have my money. So of course they couldn't refund something they didn't have. So, I called customer service back. I got almost word-for-word the same response from the second representative. She would call the hotel. I was put on hold. She came back to tell me she was told only a manager could talk to her about a refund. And that she left a voice mail with said manager including my phone number. I don't see how this is going to help me in the least as I'd already spoken to the hotel and was told they don't have my reservation and cannot refund what they don't have. So please, help. I feel I deserve a full refund for my cancelled reservation that lasted approximately * hour in your system and was not conveyed to the hotel of my choice. My reservation number was ************. The hotel is Sunnyside Knoll Resort in Estes Park, CO Thank you, Tammie Hooker
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Hotels.com

Customer service issue
Reported by GetHuman-tammieho
Aug 18th, 2018 - a yr ago
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Items needed
Who made the booking
Booking reference
Billing address
Email address on the account
Loyalty program number (if applicable)
Timeline
GetHuman-tammieho started working on this issue
Aug 18th, 2018 1:47am
GetHuman-tammieho indicated the issue is not fixed yet.
Aug 18th, 2018 11:34am
GetHuman-tammieho confirmed the issue is fixed. Hooray!
Aug 19th, 2018 1:52pm